Sky Reviews 27,252

Literally the worse providers for any communications companyIi have ever used.
They falsely said they had taken over Now Broadband and I could not sign back upto Now again (even though NowBroadbanf rang me to see if I want to get bkeadband with them), and advertising a package which I did not get. I was also very vulnerable at the time and feel their sales team took advantage of me. If the service provided had have been good after joining them I really wouldn't have minded but it has been nothing but hassle, literally one thing after another and customer services are terrible. I am constantly being left with no Internet. Don't join Sky Broadband.

Re: Complaint Reference Number 5014557473

Absolutely shocking experience with Sky. I have nearly paid off almost £2,000 for an iPad Pro 2022 that has barely been used — literally only used 2 or 3 times — and the device has now completely died and will not even power on or charge.

What makes this even worse is the way Sky have handled the situation. On phone calls, I was told they would send packaging for the device to be inspected and that if it could not be repaired, they would replace it with a brand-new device. I was also told compensation would be considered for the inconvenience caused. These calls were recorded.

Then through online messaging, I was suddenly told something completely different and basically just told to wait for a complaint outcome with no real help or urgency at all. The communication has been inconsistent, confusing and honestly feels like customers are just being pushed around depending on who they speak to.

The only real “solution” Sky previously offered me was a free upgrade trade-in deal, which would mean handing over the current iPad I have nearly finished paying off, only to be locked into another long contract for another 2–3 years. That is not a solution — that is trapping customers into paying even more money after already being left with a faulty product.

Customer service has also been extremely disappointing. Support appears to be handled through an overseas contact centre, and the experience has felt very impersonal and scripted. Staff have come across as rude, dismissive and more focused on repeatedly asking for account information than actually resolving the issue. I have spent more time repeating myself and chasing updates than receiving any meaningful support.

Paying nearly £2,000 for a premium device that has had minimal use and completely failed is unacceptable. Being left paying monthly for a dead device while getting passed around customer service with conflicting information is even worse.

This whole experience has honestly felt like daylight robbery.

Me and my partner raised a complaint last Wednesday and spoke to a Ben our contract was upgraded without our knowledge and sky apparently have no evidence of this. This was raised with there back office apparently we was advised we would get a call within 3 to 5 working days.
This call never happened.
We called today to speak to the complaints team or the retentions team.
We got through and 4 times the agents said they were the technical team.
We eventually got through to a Shannon on the loyalty team(retentions team) who hung up on us.
We then got through to a Cruz again on a technical team who said the order was reversed but couldn't give us any information and would need to speak to the retentions team. We then got through to a Harsha who said it hadn't been reversed and couldn't wait to get in his taxi so basically said I will call you tomorrow.

Basically I just want to know why sky has removed message over the last week from the app over a 8 month period basically hiding any information regarding and potential upgrade, whether the upgrade was done via phone or website as we are given conflicting stories, we want the evidence of the upgrade such as the contract or even a letter that was sent to us as there is none and we want to know how the complaint was resolved as apparently according to one of the several agents I have spoke to today said it is.

I've basically been lied to by several agents

Shocking customer service

As a Sky broadband customer I am now on my 6th day without a stable internet connection. I received a message yesterday to say the problem was fixed, it was not, called again today to be told they don’t know what the problem is or when it will be resolved. I’ve had to cancel my contract with them just to know there is an end in sight. Customer service were unhelpful and either didn’t understand or didn’t listen to the issue, and you have to jump through multiple hoops just to be able to talk to a real person. Worst broadband and customer service I’ve experienced. If you need reliable broadband do not go to Sky.

My elderly father has been trying to agree a new contract as the price has increased by over 10% in May and will be increasing again in August by a further 15%.
He has been a loyal customer for over 25 years and is finding this whole situation extremely stressful.
It is also extremely frustrating that this messaging service appears to be the only online platform available to reach out for support and you do not take phone calls, especially when responses take a long time and queries like this are not being properly resolved.

We would appreciate someone contacting him directly to discuss a fair and affordable package, or to explain what options are available to long-standing customers.

Please can this be escalated to a member of your customer retention or complaints team

Sky customer service are absolutely useless and unhelpful. An issue with broadband cause by Sky and Open Reach. This has been ongoing for 4 days and still no resolution. Slow, pedantic and not solution focused. It is quite clear that a new router is needed but they are slow, rude and then say you can terminate the contract early and go elsewhere! What a useless customer service response by people who show a lack of resource and responsibility to address an issue. Appalling standards of customer service.

Sky scamming customers with Free earbuds with phone then don't send them. I have it in writing from them that there was an issue and they were aware however nearly 4 weeks and numerous calls later still no earbuds.

Account number: 625161578384

Really fed up with my box telling me Hdmi connection fault. I've complained to you several times (check your records) bought new leads not cheap ones and still get the same message about 10 times a week. I phone you go through your routine of switch the power off and say it's now fixed but a few days later it starts again. I can't keep getting up to switch the power off and on after a serious Hemorrhagic stroke!

Chris was very very helpful this afternoon. Phoned sky mobile on my behalf.
Helped to reinstate an eSIM that I had deleted. Sky is sending me a new sim in the post and he has said to pop back if I have difficulty activating it.
Thanks for your help and time Chris

Phoned sky regards taking over the account as my partner leaving the address, she cancelled her account,i then had to add myself as a new customer and open a new account and wanted to carry on with the sky q box which was already installed in my address, no had to send all equipment back, they then sent me stream tv which is not what i wanted, phoned sky, forwarded me to different numbers, finally got through explained i did not want stream tv, insisted i give it a go and if not happy send back, now i know what i want, and its not stream tv,have been happy sky q over the years, what a load of unhelpful staff sky have, im not saying all are the same, but my experience dredfull

Sky customer services called my wife, they wanted to come and fit a new device, at no extra cost !!, some sort of new filter they said to make your Internet connection stronger.
The box was fitted and we all instantly noticed the strength was now weaker within our home. So we called sky back, and guess what ...... for £7.99 extra per month they can now activate it ?????
So what actually happened is we were scammed.
The engineer turned our Internet strength down so we would ring and complain thinking or hoping we'd just pay the extra.
Leaving us with weaker Internet but still paying the same.
Do these morons actually think we're stupid?.
I'd just like to add one more thing ....... To Sky ..........🖕🏼

Have been with Sky since the 80’s and it’s gone really downhill.

Awful customer services with the usual, but frustrating, repetition of personal info to machines then to a human. Information on their equipment, false info on engineer visits. I was told there is a compatibility problem between Comcast (which bought Sky) and old Sky equipment, which results in constant connection issues.

They don’t make me feel like my custom is meaningful and for this they want at least a years contract, which is very expensive.

I can only hope there is a better provider that I can switch to. I have no loyalty to this company anymore

Overall, Sky provided a reliable and good-quality broadband service. The connection was stable, customer service was decent, and the setup was straightforward. One feature I really appreciated was that the landline plugged directly into the back of the router without needing an extra adapter or separate device like we had with TalkTalk.

The main reason we left was the price. Once the booster/add-ons were included, the monthly cost became too expensive compared to other providers. We ended up getting a much better deal elsewhere with faster broadband speeds and a bundled mobile package included.

That said, if Sky offered cheaper booster pricing or improved speeds for the cost, we definitely would have considered staying or even rejoining in the future because the overall service itself was good.

Great service from Chris in helping me switch providers.

Terry was super helpful and very informative. Was excellent help.

Melvin was very friendly and professional, thank you

Engineer visit - Mark (19th May 26).
Very prompt and courteous. Did his on site troubleshooting and provided two viable solutions. System all updated and running within an hour. No mess and no fuss.
Really appreciated the ‘on the way’ phone call that I know isn’t standard.
Top service by Mark. Thank you.

As an existing SKY customer, I placed an order for Broadband at the end of March 2026. I was then advised that an engineer would call on 20th April to set it all up. Needless to say no engineer turned up. Contacted SKY again to find out what was happening. Told it was a glitch in the system and another appointment would be arranged. Nothing happened. No appointment made. No broadband equipment sent out. After a further month I have cancelled the broadband contract. Appalling service and would not recommend using them for broadband

Sarah did an amazing job today for me when I was asking about my Sky details
She was efficient, knowledgeable and oh so helpful in every way. An amazing advisor who helped me reduce my bill!
She certainly has done a very kind service for me today !!!

Sky repeatedly punish loyalty and actively charge women more and offer women worse deals than men.
I have had the worst experience renewing my deal with Sky. I actively contacted them to try and get a better offer, I was out of contact and thinking about leaving to save money, they pressured me non stop to agree to sign up to things on the chat. Tried to force me into broadband.
Took money without telling me.
Said things were included in my order / package and then decided not to send and told me - it’s tough we don’t care if you want, go and them buy them. Even with the proof from the transcript.
The complaints team called once, resolved nothing and practically told me they don’t care. They just wanted to close it.
During one complaint they tried to get me to purchase broadband.

However, at the exact same time a man ordered sky for the first time. He got his at less than half my offer, all of his order was delivered. (This is true I discussed with him) They actually said let’s try and get this as cheap as possible for you.

But me… they may as well have told me not to bother being a customer.